Requesting a refund from Airtable
  • 17 Jul 2024
  • 4 Minutes to read
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Requesting a refund from Airtable

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Article summary

If you've unintentionally been charged for other collaborators or upgraded a workspace by mistake and received a charge, we may be able to offer a refund. To request a refund:

  • First, either remove any collaborators that were unintentionally added or downgrade your workspace to a free plan, before contacting Airtable support. Follow the guidance below if you have Owner permissions in the workspace containing billable collaborators.

  • Contact Airtable Support by clickingThree dot speech bubble iconon the lower right corner.

How to remove billable collaborators

Before we can look into a refund for billable collaborators, you need to remove their paid access. You can do this by changing each accidental billable user's permission level to read-only, or by removing them from the base(s)/workspace entirely. The process is a bit different depending on whether these users are workspace collaborators or individual base collaborators.

To manage access for base collaborators:

  1. Navigate to a base where you have owner permissions.

  2. Click the Share button in the upper right corner of the base.

  3. Click the Manage button. Manage individual or multiple user's permission levels to Read-only or remove them from the base.

  4. Please note that there isn't a one-click way to remove a user's access from all bases they've been added to on your workspace. If someone's a collaborator on multiple individual bases in your workspace but not a workspace collaborator, you'll have to remove that user from each base. 

  5. Business and Enterprise Scale admins have additional user management options within Admin Panel.

A workspace collaborator has access to every base in the workspace, and won't need to be removed from any of them individually. You can manage access for workspace collaborators by:

  1. Navigating to your account page.

  2. Choosing a workspace from the left side where you have Owner permissions.

  3. From here, click the Add or manage workspace collaborators under the Billable collaborators section.

  4. This will open a window where you can manage that workspaces collaborators. Change permission levels to Read-only or remove users from the base.

  5. Business and Enterprise Scale admins have additional user management options within Admin Panel.

How to downgrade your workspace plan

Start by visiting airtable.com/account, and clicking on the workspace that you wish to downgrade from the left-hand side of the screen under Workspace settings.

1500002910001workspaces.jpg

On the right side of the screen, you'll see the Workspace plan section. Under this, you see a Change billing plan button. Click this and choose the lower-priced plan of your choice.

  1. First, downgrade the workspace or lower the billable collaborator count to the desired number

  2. Contact Airtable Support by clickingThree dot speech bubble iconon the lower right corner.

Note

Business and Enterprise Scale plans have additional workspace management options available in the Workspaces page in Admin Panel

How to downgrade Self-Serve Business Plan

  1. Visit your admin panel

  2. Click Billing

  3. Click the ... icon under the "Plan details" section to the right of "Plan."

  4. Click Downgrade

    1. A new page opens asking you to review and select any related changes. 

  5. Click Acknowledge changes

FAQs

I upgraded a workspace by accident - what should I do?

If you upgraded an Airtable workspace by mistake, you can proceed to downgrade by clicking the plan to the right of the workspace's name. Upon downgrading, you'll be auto-issued a refund of Airtable credits, prorated to your remaining paid commitment. This credit refund will go through a month after your most recent invoice.

Why am I paying a different amount than I was expecting?

If you upgraded an Airtable workspace by mistake, you can downgrade by following the instructions above. Upon downgrading, you'll be auto-issued a refund of Airtable credits, prorated to your remaining paid commitment. This credit refund will go through a month after your most recent invoice.

I received a charge from Airtable but didn't sign up, why might that be?

If you didn't sign up for Airtable but have a charge from us on your credit card statement, we recommend first checking whether a coworker or family member may be using Airtable - in our experience, this accounts for most unexplained charges.

If you are still having issues, clickThree dot speech bubble iconon the lower right corner to contact Airtable Support.

*Please include the details of the charge (date, amount, and last four digits of the credit card)

If I live in a region that legally requires refunds, what should I do to request one?

If you live in a region with a mandatory refund policy, you may be eligible for a refund. As an example, customers living in the European Union are allowed to cancel a paid plan within 14 days of purchase and receive a refund.

We can only issue refunds if you take the following steps within the appropriate period of time (as specified by regional law):

  1. Contact Airtable Support by clickingThree dot speech bubble iconon the lower right corner.

  2. If you live in a region that legally requires us to provide refunds, please let us know which region that is. Not providing this information may cause delays.

How can I remove billable collaborators?

What happens when you downgrade a workspace?

Downgrading your workspace's paid plan to free before the end of the billing cycle means that your workspace will immediately drop down to the free plan, and will lose access to the additional features provided by paid plans, as listed on our pricing page.


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